MDG Computers

Hello,

This is the long way around the story, but my whole MDG experience has been a frustrating nightmare and so I will start at the beginning.

I recently, had a monitor die on one of our office computers. Because we needed a third computer in our office anyway, I went to MDG on Upper James in Hamilton to purchase a new system with an extra monitor.

I had purchased an MDG two years ago and went to them initially because it was a weekend and MDG was about the only place that was open. It was a busy day when I went and yet the computer was ready about 30 minutes after the transaction was completed. It has a basic system used in the office mostly for word processing and internet access and it has worked well for us. That is the good news, and that experience is largely responsible for my decision to return to MDG.

Because we make extensive use of the Corel Draw suite for poster layout and generation, I opted for the AptonL system. However, I really had no need for the ViewSonic monitor that was the advertised free upgrade with the system and so after comparing the prices the changes to the system created, I opted to switch it for a Daytek 19" monitor. At the time of the purchase, and then added a philips 17 monitor to the system purchase.

The advertised price of the system with the viewsonic monitor was $1549. The new quote on the system I purchased was as follows:

$1440 APTONL

185 Philips 17 monitor

100 19" daytek monitor

90 canon printer

$1815 TOTAL

When I reviewed the invoice, I queried about the extra line items for the Daytek monitor and printer. I was told that they represented Manufacturers rebates and that although the invoice read $1815.00, I would receive $190 in rebates and the total for the system (after rebates) was actually $1625. In other words, I was receiving a $109 discount by switching to the Daytek monitor.

This is fine as far as it goes, so I was prepared to complete the purchase. But then the experience begins to become ethereal.

Despite the fact that MDG advertises “have your pc customized and picked up all in the same day” (http://www.mdg.ca/en/whymdg/custom.asp) , and such was my previous experience, I was surprised to be told that it would take 2 or 3 days to get the computer ready. I had gone into the store expecting to purchase a system and monitor and leave shortly after with the purchase. This was part of the purchase decision because the store was a ways from our office and I didn’t want to have to make more than one trip.

I wasn’t thrilled by the news, but accepted the fact that I would have to make a second trip. I paid the deposit and left. The store didn’t call in 2 or 3 days to tell me the computer was ready. They finally called about 10 days later asking me when I was planning to come in and pick the computer up. That should have been my first warning that all was not well, but I arranged to go in and pick up the computer a couple of days later.

Obviously, the time difference between when I ordered the computer and when I picked it up was my misreading of the advertising. I thought it meant that the computer was available the same day I bought it... However, what it actually means is that you can pick up your MDG computer the same day they have customized it... which happens to be two or three days after you have paid them the deposit.

Anyway, when i went back for the “same day” delivery of my computer I paid the balance owing as the system was being brought out. In addition to the invoice, I was given, a rebate form for the printer. When I asked about the rebate form for the monitor, I was told that there was no rebate for the Daytek monitor, the rebate only applied to the ViewSonic monitor. This is not what I was told at the time of the purchase and when I told the person I was dealing with this, she shrugged and went and got someone else who simply confirmed that there was no rebate for the monitor, it only applied to the ViewSonic monitor.

This aggravated me, because despite the fact that I am over 50, I am not senile, and despite the fact that I am hard of hearing, I am not stupid. I know what I was told and the logic of the purchase they claimed I made was simply stupid. Using a calculator, I worked through the math on the invoice with him and excluding the $185 for the extra monitor, this is what they said I had paid:

$1549 APTONL system as advertised with ViewSonic 20" monitor

Quote #606291

$1440 APTONL

100 Daytek monitor

90 canon printer

-90 canon printer rebate

$1540 TOTAL system cost

So, according to what he was telling me I had purchased, by changing to a less expensive monitor, I was actually only saving $9. Logic suggests that had I been told that I was only saving $9 b at the time that I purchased the computer, I would have not made the change. The response was a shrug and silence.

By this time I was already pretty pissed because, if the system had been "immediately" available, I could have sorted the matter about the lack of rebate on the Daytek monitor then. Of course, going back another day meant that the salesman who told me there was a rebate isn’t around and because everyone knows that MDG customers are all liars, I was most certainly lying. But, since the salesman wasn’t there to defend himself, he had no way of confirming the conversation, so he can really only go by what the invoice says.

So I asked if I paid another $9 I could switch the Daytek monitor for the advertised ViewSonic monitor. He had apparently already done the math because he said the amount would be $109 because there was the difference of the rebate I would have to pay. But he agreed that I would qualify for a $100 rebate and eventually would be paying only $9 more for the upgraded monitor.

They have my money and advertise no refunds, so I’m pretty much screwed here and I would guess the guy I was dealing with realized that all he had to do was nothing and wait for me to either leave with my purchase, or pay the extra money and change the monitor. I paid an additional $109 (plus tax) and left with the new monitor.

Based on the invoices that I paid, this is what I ended up paying for the system (less the $185 for the second philips monitor):

$1440 APTONL

100 Daytek monitor

90 canon printer

-90 canon printer rebate

$1540 TOTAL system cost

109 second invoice for ViewSonic Monitor

-109 manufacturers rebate

$1549 TOTAL PURCHASE PRICE (not including taxes)

In other words, it wasn’t what I had intended when I chose the system, but what I ended up with was the APTONL system, as advertised; and had to wait “three days” for same day delivery.

But, I do what Canadian’s tend to do when they get screwed over by customer service... I left making a mental note that it is the last MDG computer I will purchase.

But the story doesn’t end there... it gets much better....

When I get the system back to the office and get it set up and transfer working files onto the new machine... I realize that there is no Microsoft bundle, or Corel WordPerfect bundle on the computer. I assume it was a just a matter of it not being loaded (I have no idea why it took 3 days to get the computer ready... since they only loaded Windows and the video driver... but I’m tired of bitching about that so won’t)... Anyway... I open the envelope looking for the software disks and they aren’t there.

Because I am hard of hearing, I had someone in the office call MDG on Upper James (I won’t go into how difficult it was to find the number)... and asked where the disks for the software were... and we were told that when I purchased the system, I negotiated a lower price by purchasing the system with Windows only and no software.

I tried to explain that what I ended up purchasing was the APTONL system as advertised and for the price advertised (assuming I’m not going to get stiffed by the rebate administrators, which wouldn't surprise me in the least)... so I ask how it is that I supposedly negotiated a lower price by removing the software bundles, but ended up paying the full price for the system? The response amounted to a shrug (which seems to be part of the MDG customer service staff training) and was told that I would have to go into the store so they could explain it.

Unlike the monitor change, this isn't a case of me disagreeing with a salesman who wasn't there to defend himself. It doesn’t matter what was discussed because the invoices speak clearly enough. I ended up paying $1549 (after rebates) plus tax for the system which was the advertised price of the APTONL system, and then didn’t get what was advertised with the system at that price.

Obviously, the Upper James store doesn’t really care. So I went to the MDG website only to discover that there is no email contact information for customer service. The closest I could come was the tech support email address, and so sent an email explaining my problem and received no response. I didn’t even receive an acknowledgment that they received it but couldn’t help because they were only tech support.

So I had someone in the office call the home customer service number looking for an email address so that I could discuss my problems directly, and was referred to Email User which I assume is the company email switchboard. I wanted customer service but it’s starting to sound like Abbott and Costello’s bit “Who’s on first?”... because it looks to me like there is no email address for customer service.

My inclination is to take the stuff back to MDG on Upper James and return it through their front window, because having the system in the office only serves as a constant reminder that I got scammed by MDG... Unfortunately, as gratifying as that might be, we are a small community group and, as satisfying as it would be, I cannot afford to return the system that way. Additionally, I don’t see the point of putting myself on the wrong side of this transaction.

But I am really pissed and so (thanks to Google) found the email address for Brian Monette who is the MDG Vice President of marketing. I explained my problem and sent the email off. I received no response. I didn’t even receive an acknowledgement that the email had been received but it wasn’t something his department deals with.

Having worked in the customer service industry for a number of years I realized that my experience was probably not unique, so I googled “complaints MDG and discovered a number of customer problems with MDG through Complaints.com. After reviewing them, the one constant seemed to be that Fran McLoughlin seemed to be MDG’s point man in dealing with these issues. So, I tried finding an email address for this person. I didn't have any luck but extrapolated an address from the email address I had for Monette. So I sent an email to that address explaining my concerns. My assumption was that either I got the email address correct, or it would bounce back as undeliverable.

More than a week has passed now since I sent that email and have not received so much as an acknowledgement that the email was received, but I have the wrong department and besides nothing can be done unless I give the secret password. In short, it appears that when I call the store, I get a shrug and when I contact MDG directly, regardless of who I communicate with, I am ignored. Which is more aggravating as being patronized. So now I am really angry, because I realize that I got screwed.

To diminish the reminders, I have removed all MDG markings and logos from both MDG computers we own. I don’t need to be constantly reminded that I got scammed by MDG. I have also discovered that the experience is actually quite funny and find that despite the fact that I am the butt of the joke, I really do enjoy telling the story of my MDG experience, and feel better with each telling.

Consider this my general warning, if you are contemplating buying a computer from MDG, don’t, you can expect great customer service at MDG, because it is you the customer who is providing MDG the service. MDG may be trusted by millions of Canadians, but I am not one of them

regards

g